About the Role
The Manager - Client Operations is responsible for owning the Care AI Solutions delivery and P&L for assigned client(s). In this position will work closely with the Care Delivery Leader in a "two-in-a-box" relationship to co-own the client relationship, experience, and growth.
The Senior Manager will directly manage the Innovaccer staff agent team and influence the Customer Success (CS) and Product teams to ensure optimal implementation and usage of the Care AI Solutions.
A Day in the Life
- Client P&L and Delivery Management :
- Own the Care AI Solutions delivery and P&L for assigned client(s).
- Ensure the efficient and effective delivery of the Care AI Solutions, focusing on financial, operational, and experience metrics.
- Collaborate with the Care Delivery Leader to co-own the client relationship, experience, and growth.
- Stakeholder Management and Influence :
- Manage and maintain strong relationships with key client stakeholders and internal Innovaccer teams, including Customer Success (CS) and Product.
- Influence the CS and Product teams to ensure optimal implementation, usage, and efficiency of the Care AI Solutions.
- Serve as the primary point of contact for clients, addressing their concerns and driving customer satisfaction.
- Operational Excellence and Continuous Improvement :
- Implement and maintain Six Sigma and continuous improvement practices to optimize delivery processes and drive operational efficiency.
- Establish and monitor key performance indicators (KPIs) to measure the success and impact of the Care AI Solutions delivery for assigned clients.
- Identify and implement process improvements to enhance the client experience and delivery performance.
- Team Management and Talent Development :
- Directly manage the Innovaccer staff agent team responsible for the delivery of Care AI Solutions to assigned clients.
- Foster a collaborative and high-performing work environment, encouraging teamwork and professional development.
- Attract, develop, and retain top talent within the agent team, ensuring they are motivated and engaged.
- Cultivate a strong client-centric culture, emphasizing attention to detail and a focus on client satisfaction.
What You Need
- 5-7 years of experience in client operations, service delivery, or a similar role in the healthcare technology or AI solutions industry.
- Demonstrated expertise in client and stakeholder management, with the ability to effectively communicate and collaborate with diverse stakeholders.
- Strong delivery skills, including project management, metrics management, and problem-solving.
- Proficient in Six Sigma and continuous improvement methodologies, with the ability to drive operational excellence.
- Experience in P&L management and the ability to analyze financial and operational data to drive business decisions.
- Skilled in leading and motivating teams, with a focus on talent development and culture building.
- Excellent communication and presentation skills, with the ability to effectively convey complex information to clients and internal stakeholders.
- Preferred : Experience in working in a matrix-style organization and a deep understanding of the healthcare industry.
We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer
- Generous PTO Benefits : Enjoy PTO benefit accrual of 22 days per year.
- Parental Leave : Experience one of the industry's best parental leave policies to spend time with your new addition.
- Rewards & Recognition : Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance.
Unlock your potential and be rewarded generously with both monetary incentives and widespread recognition for your dedication and outstanding performance.
Insurance Benefits : We offer medical, dental, and vision benefits along with 100% company-sponsored short and long-term disability and basic life insurance.
Legal aid and pet insurance options are available at a discounted rate.
Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.
Disclaimer : Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us.
We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.
com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.